Train Dupe Booking
Last Update - Sept 02,2024
Process Flow:
Introduction:
This SOP outlines the process and provides guidance for advisors handling customer queries about duplicate train bookings and cancellations. It offers comprehensive insight into ticket cancellation procedures in cases of duplicity. The SOP delivers clear, unambiguous instructions for processing cancellations and conducting further investigations. To efficiently manage duplicate booking cases, one must be familiar with IRCTC/Indian Railway cancellation penalties.
Cancellation Charges for Confirmed Tickets
a) Minimum cancellation charges (cancelled > 48 hrs.) for Confirmed Tickets:
Class of your ticket | Flat Cancellation charges per passenger |
AC First/Executive Class | Rs.240 plus GST |
First Class/AC 2 Tier | Rs.200 plus GST |
AC Chair Car/AC 3 Tier/AC 3 | Rs.180 plus GST |
Sleeper Class | Rs.120 |
Second Class | Rs.60 |
b)
If the ticket is presented for cancellation between 48 hours and up to 12 hours before the scheduled departure of the train | 25% of fare or the minimum cancellation charge referred to clause (a) plus GST applicable for all AC Classes (whichever is higher) |
c)
If the ticket is presented for cancellation within 12 hours and up to 4 hours before the scheduled departure of the train | 50% of fare subject to a minimum of the cancellation charge referred in clause (a) plus GST applicable for all AC Classes (whichever is higher) |
Cancellation charge for any Waitlisted or RAC ticket is INR 60 per passenger for Non-Ac booking and INR 60+GST per passenger for Ac booking.
Work instructions:
Step No. | Process Steps | Action | Ownership |
1.0 | Customer contact received stating there has been dupe booking due to system glitch |
| Customer |
1.2 |
| Advisor to check the status of the ticket on oneview and do preliminary investigation if it is a dupe booking caused by system error or human. | L1 |
1.3 | If unsure of the error, the advisor informs the user to cancel one booking to minimize the loss and assure the user of proper investigation. And, if a system error is found then the remaining amount will also be refunded. |
| L1 |
1.4 |
| Advisor to raise in Slack/WhatsApp channel to supervisor and ask Cx for a TAT of 24 hrs. for an update on weekdays and 48 hrs. on weekends | L1 |
1.5 |
| L2 to pick the case within 2hrs. and raise to tech POC if valid. If not, then get the case closed with the user. | L2 |
1.6 | If sure of the error and is caused by human | L1 advisor to inform user to cancel (if allowed) one booking to minimize the loss and correctly brief the user as to why it is a human error and thus can’t be pursued further and close the case in FCR. | L1 |
FaQs:
- Question : What is a dupe booking? Answer - A dupe booking occurs when a customer unintentionally makes the same reservation twice, either due to a mistake on the customer's part or because of technical issues.
- Question - How should you handle queries about duplicate bookings? Answer - When addressing a duplicate booking issue, first determine if either of the bookings can be canceled. If so, advise the customer to proceed with the cancellation to help minimize our losses, especially if the duplicate booking resulted from a technical issue on our end.
- Question - How can you determine whether a duplicate booking was due to a technical error or customer mistake? Answer - For Level 1 support, there is no advanced method to definitively ascertain whether a duplicate booking resulted from a customer error or a technical issue. Therefore, you should first focus on containing the customer’s anxity and then escalate the issue for further investigation to determine the cause of the duplicate booking.
- Question - How should you reassure or address a customer with duplicate booking issues? Answer - Begin by empathizing with the customer and checking if any of the bookings can be canceled. Assure them that we will investigate the issue to determine the cause. If it turns out to be a technical error, we will provide full compensation for one of the bookings. Level 2 support will then handle the technical investigation and work towards a resolution with the customer.